Trending Articles

How L&Q improves customer experience by listening to diverse voices

Alida

Over the last 16 years, the barriers to change between competitors have decreased due to the rapid digitalisation of companies. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

Why We Must Do the Customer Math and Practice Leadership Bravery

Customer Bliss

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita).

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3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

Going to Market Smarter in the New Economy

The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Virtual Journey Mapping Bootcamp: September 2021

Kerry Bodine

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping.

More Trending

Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one! Customer Experience

The High Cost of Being Unprepared: How Field Services Can Create a Disaster Recovery Plan

TechSee

2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another.

System 119

From the Front Lines: Common Experiences with Recent Load Tests

Cyara

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.

A New Era for Journey Orchestration

Heart of the Customer

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust?

The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement.

How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game.

Sports 105

How to Avoid the “Woe is Me” Employee Mentality

The DiJulius Group

Are you fighting “Woe is Me” syndrome? By Dave Murray Many organizations today, regardless of business model or industry, are experiencing the same struggles – customer demand is at an all-time high and staffing is a major issue.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

How to measure Customer Loyalty?

Zonka Feedback

Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand. Customer Experience

Preparing Your Brand's Customer Service for the Post-Pandemic Boom

Advantage Communications

It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike. Contact Center

Guest Post: How to Use an LMS for Employee Skill Development

Shep Hyken

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis.

Making the Case for Community Research

Vanilla Forums

"When was the last time you spoke to members of your community?". Community

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How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

ChurnZero Shortlisted for 2021 SaaS Awards

ChurnZero

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Now in its sixth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK.

Customer Experience vs Customer Service: What are they, and how are they different?

Zonka Feedback

Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things?

Orchestrate…or Risk Becoming Irrelevant

Heart of the Customer

Customer experience (CX) is about more than surveys. CX is about understanding customers through operational and financial metrics, reaching into each individual’s journey, and making a difference. So now might be a good time to ask for a raise, because you’re going to be doing a lot more!

Connecting the Dots for Customer Service in a Hybrid Workforce

CSM Magazine

Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them. One size does not fit all when it comes to customer service strategies.

4 Data-Driven Steps To Drive Successful B2B Demand Generation

Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.

Effective Tips for Powerful Insurance Social Media Marketing

ReviewTrackers

Insurance and Social Media. Social media marketing for insurance is experiencing major growth. According to a report by consultancy firm ITDS: 100 percent of 20 major global insurers are active on Facebook. 100 percent are also active on LinkedIn and YouTube.

Why Coaching? The Business and Personal Cases

Integrity Solutions

When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy.

Why Customer Loyalty will likely fail when you do these things

Zonka Feedback

Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth.

FBC Asia Pacific Taps COPC Inc. to Conduct Employee Engagement Services

COPC

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!